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Prospective Client Not A Good Fit? 15 Ways To Let Them Down Easy

Forbes Coaches Council

It’s always flattering when potential clients are interested in your services and eager to work with you. However, they’re not the only ones vetting to see if it’s a good fit. You also have to determine if working with them will be beneficial for you.

If prospective clients still want to work with you when you don’t think your services are right for them, you have to find diplomatic ways to let them down easy. Here, Forbes Coaches Council members share effective ways to tactfully decline taking on a client.

1. Explain Why

Giving a thorough explanation (and a referral, if possible) is always the best way to decline taking on a client. Education allows for growth; so even when you’re not taking on a potential client’s work, you are still helping them and giving them value. This way, they feel informed and not slighted. It is important to keep communication open. They may not be ideal clients now, but they may grow to be later. - Shaan Rais, Omni-Solutions Consultation LLC

2. Be Clear About What You Offer

No” amplifies “yes.” Be very clear about what you offer and how you can help them in the future. If it is truly not a good fit, then help them find a good fit. Make an effort to find someone for them who will be a perfect match. They will be grateful and impressed that you have their best interest at heart and will remember this when the time comes that they can use your services. - Curtis J. Morley, Entrepreneur’s Paradox

3. Be Candid About The Disconnect

Here’s how I’d respond to a suboptimal client: “I’m flattered that you want to work with me, but there’s a disconnect between the services we deliver and what your business needs now. While I’d love to work with you, I have to be honest with myself and with you. We’re not the right fit. I can introduce you to someone I know who can address your needs more closely. Would you be open to that?” - Allan Dib, Successwise

4. Let Them Know You Want Them To Succeed

Be honest and up front immediately. When your services are not the right fit, simply let them know that you want them to succeed and, although you’d love to work with them, this isn’t the best next step for them. My business runs on recommendations, and they’re often from people I’ve turned down as clients because they know that I’m focused on serving their highest good. - Doug Holt, Doug Holt Online


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5. Brainstorm Other Possibilities With Them

Whenever possible, I offer to connect them with a resource that is likely a better fit. I explain why I believe they will have a better experience achieving their goal with someone else, and then I brainstorm some possibilities with them. It leaves me in good standing with them for future projects that might be a better fit, and it also spreads goodwill among my network. Win-win. - Jill Hauwiller, Leadership Refinery

6. Refer Them To A Colleague

Clients who don’t fit my ideal profile may be perfect for a colleague. They will come to see you as a trustworthy resource if you put their needs before your need to sell. Serving them in this way builds your business reputation with both that client (who may talk about that experience) and the person you referred them to. The client sees it as a service rather than an affront. - Jessica Sweet, Wishingwell Coaching

7. Be Gracious And Honest

Thank the prospective client for taking the time to engage with you. Then, be open and honest. Let them know that, while you are not the right person, you can refer them to someone who is better suited to meet their requirements. They will remember your honesty and your eagerness to help them by making the referral. They can then refer you to other people they know who may also need your services. - Kevin Kan, Break Out Consulting Asia

8. Build Your Reputation As A Trusted Advisor

You can serve them best by recommending the most fabulous person or group you know and explaining why they are a better fit. They will understand and reward you with future opportunities. Your reputation as a trusted advisor is always better served by doing what is in the best interest of your client. - Rebecca Lea Ray, The Conference Board

9. Be Truthful And Bring Them Value

I answer in a way that is truthful and brings the potential client value. I stick very tightly to consulting in my areas of expertise, so responding to requests to go beyond those is straightforward: I use my network to provide recommendations and offer to help the potential client find the right resource. Most importantly, I use the conversation to solidify their understanding of what I am best at. - Jeffrey Cohen, Performance Leaders, LLC

10. Don’t Beat Around The Bush

I don’t beat around the bush. I am clear about the services I provide and why we are not a good fit. I also provide other options for them and/or referrals and give them the option to check back if their needs change. - Sandra Hill, New Horizen Coaching & Professional Growth Advancement

11. Don’t Burn Any Bridges

If the fit is not right, no one will benefit from an engagement. If I believe potential clients are serious about their goals, I say, “While I don’t have the skills you need, I can recommend someone who does, and I’d be happy to introduce you.” If I sense that they’re not clear on objectives, I say, “While I don’t think I can provide what you need, I wish you every possible success.” Don’t burn any bridges. - Nadine Hack, beCause Global Consulting

12. Showcase A Spirit Of Partnership

Set boundaries and show a solution-oriented mindset by suggesting other options that can serve their needs. Rather than saying “no,” this is a wonderful opportunity to showcase a spirit of partnership by aligning and allying with other solution providers to provide a greater value proposition for a potential customer’s needs. - Venkataraman Subramanyan, Tripura Multinational

13. Take A Stand For The People You Serve

In this situation, I make it about me and take a stand for the people I serve: “I only have X number of spaces available in my practice, so I reserve them for clients for whom I can create the most impact. And I don’t feel like I’m the best match/choice/resource for you.” And whenever I can refer them to someone that would be a good fit, I absolutely make that connection. - David Taylor-Klaus, DTK Coaching, LLC

14. Help Define The Problem They’re Trying To Solve

Know yourself, and recognize that none of us can be all things to all people. Help the potential client clearly define the business problem they are trying to solve. Then, you can explain that you can’t commit to doing what it takes to solve that problem. Follow up by saying that you don’t make commitments you can’t keep. No one can argue with that! - Kathy Bernhard, KFB Leadership Solutions

15. Clarify Real Next Steps To Help Them Find Success

Be straightforward, honest and kind. This is about trust more than tact. Tell them exactly why your services are not right for them. And, if possible, be clear that services that are not right for them just now (i.e., not yet) could be a match later when they have met certain goals. Share specific details so that they understand real next steps and can discover a direction that leads to their success. - Robin Blakely, Creative Center of America

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